BusinessOnBot
Operations Manual
Technical protocols for cross-brand management. Official standardized playbooks for WhatsApp commerce integrations.
Getting Started
Essential product guides and how to navigate this SOP knowledge base effectively.
Product Modules
Deep dives into WhatsApp, Instagram, and Email modules and their specific features.
Troubleshooting
Operational playbooks for Campaigns, Flow Builder, Bot Config, and Agent Support.
Common FAQs
Quick answers to frequently asked questions regarding routing and customer queries.
Postman API
Debugging failures and verifying integration endpoints with the help of Postman API.
Tools SOPs
Specific guidelines and setup instructions for Freshchat and Live Chat platforms.
Latest Updates
Stay informed about recent pricing changes, new feature releases, and policy shifts.
Miscellaneous
Handling churn, meeting requests, billing issues, and new feature suggestions.
Integrations
Guides for Payment Gateways, Logistics providers, and Checkout configurations.
What’s Happening @ BoB
Internal updates, events, polls, and announcements.
Quick Access
Recently Added
Latest pages, updates, and entries added to the knowledge base
Common FAQs
How do I create my first WhatsApp campaign?
Why are messages not delivered?
How do I check orders via WhatsApp?
Why is payment successful but order not created?
How do I enable abandoned carts?
How do I create my first WhatsApp campaign?
Why are messages not delivered?
How do I check orders via WhatsApp?
Why is payment successful but order not created?
How do I enable abandoned carts?
How do I create my first WhatsApp campaign?
Why are messages not delivered?
How do I check orders via WhatsApp?
Why is payment successful but order not created?
How do I enable abandoned carts?
How do I create my first WhatsApp campaign?
Why are messages not delivered?
How do I check orders via WhatsApp?
Why is payment successful but order not created?
How do I enable abandoned carts?
Most Asked Support FAQs
Campaign shows “Success” but messages are not delivered. Why?
Usually due to template issues, frequency capping, unsubscribed users, or WhatsApp not active on the number. Always test the template manually.
How do I check whether a WhatsApp template is approved?
Verify template status on 360/Gupshup. If approved there but not on BOB, mark it approved manually in the internal dashboard.
Why am I getting “Outside 24-hour window” error?
Free-form messages work only within 24 hours of customer’s last reply. After that, an approved template is required.
Bot is not responding. What should I check first?
Check if bot is enabled, BSP APIs are live, the user is not in Agent Chat, and no downtime is reported.
Why is the welcome message not sent when user types “Hi”?
If the user is already in Agent Chat, bot will not respond. Ask them to type “#” to exit agent mode.
Flows are not triggering properly
Check trigger phrases, extra spaces in button text, duplicate active flows, and agent chat state.
Payment successful but order not created
Cross-check Shopify/WooCommerce. If order is missing, raise CRB. If created, check order confirmation notification logic.
Why is payment link not getting generated?
Ensure the payment gateway is authorized under Integrations. If still failing after testing, raise CRB.
Why are abandoned cart notifications not sent?
Common causes include frequency capping, unsubscribed users, template failure, or DND hours.
Why are chats automatically assigned to agents?
Auto-Assign is enabled. Check Settings > Helpdesk > Auto-Assign to modify this behavior.
Why can only one agent see the active chat?
Only the agent who accepted the visitor can see the active chat window.
Unable to access dashboard
Ask the client to hard refresh or try incognito. If the issue persists, raise a bug with recording.